The Social Customer Engagement Index 2011

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The Evolving Social Customer

The Social Customer (TSC)'s latest survey suggests that companies are increasingly leveraging social tools and strategies to engage their customers. Conducted jointly with the Society of Consumer Affairs Professionals (SOCAP), our survey shows that the percentage of customer service interactions taking place on social media has accelerated substantially in the past six months.

Customers seem highly satisfied with how companies are reaching them via social media. For their part, companies are feeling more positive about their social efforts, although resource allocation continues to be a major challenge across the board. Facebook and Twitter have only grown more dominant over the past six months. And the iPhone is by far the platform of choice for companies wishing to beef up their mobile service capabilities.

We present the survey results in a new white paper, titled: "The Social Customer Engagement Index—Results, Analysis and Perspectives." Featuring analysis from John Hernandez of Cisco and Brent Leary of CRM Essentials, it contains vital information that all businesses can use to serve the evolving social consumer.

Analysis and insight provided by:

Brent Leary

Brent Leary is Co-founder and Partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. CRM Essentials has trained thousands of business people on the benefits and best practices of implementing CRM strategies and technologies. CRM Essentials also works with corporate enterprises and government agencies to build programs aimed at informing minority and women owned business of the importance of understanding the positive impact of CRM. Their client list includes Microsoft, Salesforce.com and the State of Georgia. Using the term community relationship management as the "other CRM", CRM Essentials is the creator of the CRM2 Index, a quarterly survey of women and minority owned businesses gauging CRM awareness and adoption.

John Hernandez

John Hernandez is a Vice President and General Manager in Cisco's Enterprise, Commercial and Small Business Division. Mr. Hernandez, published author and creator of Cisco's Customer Collaboration strategy, manages the research and development of customer collaboration solutions that Cisco takes into the customer care marketplace. His vision combines traditional contact center technology with key additions in social media, network-based multimedia recording, web 2.0 agent workspaces and video to enable businesses and organizations to forge deeper, proactive relationships with their customers. Additionally, Mr. Hernandez is closely involved in the go to market activities with the Cisco salesforce and partners.